Starbucks Coffee — Restaurant in West Suffolk

I prefer the one in the town centre despite not being a drive thru. The staff here don't have the best attitude and when they get things wrong they don't apologise right away, you have to pry it out of them what exactly is going on. They got my order mixed up and asked me to park up in the bays. The third car behind me got their drink first (The same frappucino I ordered) and the second car got their drinks first also the same drink was ordered. The guy handing off the frappucinos said "Yours is on the way" while walking past us, without any explanation as to why I've been sat there and two cars behind me got served first. When he finally came with our drinks, he just said here you are and my husband asked what happened. The first time the guy pretended like he didn't hear him so my husband repeated his question and he quickly said the girl inside mixed up the orders. How difficult was that to say earlier? A complete lack of communication skills. It's okay to make mistakes, just COMMUNICATE and be HONEST with customers. Despite it being convenient as a drive thru we won't be returning, I rather go into town for our coffee as the staff are more pleasant and experienced. Also the Frappucinos here at this location need improvement as there is entirely too much ice and not enough of the base caramel sauce...can be quite watery sometimes. I think they are trying to go cheap and save money on ingredients because I have never had this issue at any Starbucks in the world out of all the countries I've been to. Hopefully they build a Starbucks drive thru on the Moreton Hall, logistically and geographically it's a way better location and hopefully the drive thru can be a bit wider as this one is quite narrow at this location! Until then I will keep going in town and passing by this one, not a good franchise at all. And the staff seem a bit afraid to admit fault and rectify it in line with good customer service. Sidenote: Also I should add that one of the guys there made a mistake on an order on another day I was there and two girls ( one looked to be a manager?) were telling him off being quite nasty towards him. What a very toxic and unprofessional environment to have to work in. That could be why they are afraid to make mistakes and admit it? You want to know how good the staff are, look at...

So today I was treated appalling by one off your staff members in the drive through in bury st Edmunds (Sunday 27th, 9am approx). I feel incredibly strongly about this and I want in looked into, my 7 year old daughter was made to cry by a staff member who seemed to have no remorse for her actions. Me and my family 5 of us turned up and we was all wearing masks except my youngest daughter she's 7 years old and also a asthmatic so she's exempt for 2 reasons, to be confronted by a staff member and told to take my daughter to a table and for her to sit there as she had no mask on, my daughter is already anxious right now and to be treated like that is horrific, I explained she's only 7 and I wasn't even allowed to let her look at the counter to see what she wanted! I had a spare mask in my bag and I had to make my daughter who is exempt put her mask on just to be able to see what she would like to eat, my daughter burst into tears and was so Confussed. When I spoke to the lady about it she simply told me she wears a mask or sits at the table as there are new rules and she has too, well I have hunted high and low for these new rules and all I can find is that children under 11 are exempt and lie I explained she has asthma but none of this was even asked, and me and my family was left feeling a inch big and that we had done something really wrong. My daughter now doesn't want to return to Starbucks and is now so much more anxious about going into places all because this staff member singled her out and embarrassed her in front of everyone and ordered her to sit at a table!! There is many ways to do something, if there is new rules she could of spoken to me out of ear shot and explained to me and I would of happily sorted something and avoided upsetting my daughter but this wasn't the case and I refuse to be spoken to and treated like that and even more so a scared 7 year old child should never be treated like that so I want this looked into. I understand we are in a middle of a pandemic and times are testing but her behaviour is not acceptable at all and no child should be made to cry when they have done nothing wrong.

I would appreciate a email back and this to be taken seriously. I will be taking this further as I'm mortified as to how we...

EDIT I was contacted by the general manager of the area and was given vouchers to apologize for the poor experience at the Bury drive through branch. They said they would provide more training, and after going back, we have seen improvements in our orders quality!

I’ve always found the teas at Starbucks to be too heavy on the ice so I ask for less ice. This has never been a problem until I went to the new Starbucks in town. When I finished my drink within 6 sips, I realized they hadn’t put less ice and went and asked why they didn’t follow my order the manager told me it’s a franchise and they are not allowed to do less ice because then the cup would be half empty and it would look like they didn’t fill it all the way, but their measurements are to be kept and this is what it is like. I told her that the one downtown has done it for me, the ones at the airports have done it for me, the ones in London I’ve visited have done it for me, the ones in Germany and the states have done it for me, and none of them were ever half full despite less ice. Her reply was that ”then the other branches are losing money, and that is against the franchise policies... “ They also messed up our other order and forgot to add two ingredients which we got snarky responses about by the manager. One of the young guys working there was apologetic and nice. I appreciate Starbucks for their drinks and options for allergy sufferers, but I do not appreciate the lack of good customer service I received at this...